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Which of the following four perspectives are used in the balanced scorecard?
Correct Answer: A
The balanced scorecard, developed by Robert Kaplan and David Norton, uses four perspectives to provide a comprehensive view of organizational performance: * Customer Perspective: Focuses on customer satisfaction, retention, and market share. It evaluates how well the company is serving its customers and meeting their needs. * Internal Process Perspective: Examines the internal operational goals and the processes that must be * optimized to meet customer and financial objectives. This perspective highlights areas for process improvement. * Workforce Learning and Growth Perspective: Emphasizes the importance of employee training, development, and corporate culture to foster innovation and continuous improvement. * Financial Perspective: Looks at the financial performance indicators such as profitability, revenue growth, and return on investment to assess the financial health and performance of the organization. References: * Kaplan, R. S., & Norton, D. P. (1996). The Balanced Scorecard: Translating Strategy into Action. Harvard Business School Press. * Niven, P. R. (2006). Balanced Scorecard Step-by-Step: Maximizing Performance and Maintaining Results. Wiley.